Business Profile

Bus Lines

Megabus.com

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Megabus.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

146 total complaints in the last 3 years.
33 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/27/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order trip to *************** from ******* and megabus canceled trip but didnt refund full purchase. Looking to get full refund.
Business Response
Date: 09/29/2022
Hello ****,

We're sorry that we had to cancel your trip.

Since you were unable to travel, we have refunded your booking in the total amount of $84.99USD.

We have included the booking fee in the amount of $3.99USD on 9-29-2022.

Please allow 3-5 business days for the return to process.

Thanks for choosing megabus.com, we hope that you can allow us the opportunity to better serve your future travel needs.

Sincerely,

Megabus Escalation Team
Customer Answer
Date: 09/29/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************************
Initial Complaint
Date:09/21/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Worst bus company ever! I scheduled a round trip ride for my mother to see her deceased mother in **************. Megabus decides that last minutes the bus is canceled with no further explanation. I called the customer serviced and spoke to a representative by the name of ***** and she informs me that its booked out for the rest of the year. My mother has mental and physical illness that prevent her from flying. And being that its so last minute everything else is booked for other companys. As Im expressing whats going on to the incredibly insensitive customer service representative she says to me can I speak now in a rude manor. VERY UNPROFESSIONAL COMPANY! Nothing was offered but a refund. Nothing for the mishap, the cancellation or anything.
Business Response
Date: 09/26/2022
Hello Desire,

We have reviewed your concern and would like to advise our conclusions.

It appears that the trip on 9-18-2022 from ************ to ******** was cancelled on 9-16-2022 due to operation issues.

We have refunded you in the amount of $101.49USD on 9-26-2022, please allow up to 3-5 business days for the funds to return to the account associated with the payment method used for the booking.

We regret that there weren't any future megabus.com trips travelling from Fayetteville to ******** which could have accommodated your mother.

Additionally, we apologize that the agent who assisted you was not empathetic to the situation.

Rest assured that we have shared this instance with the management team who will provide feedback to the involved employee.

Thank you for choosing megabus.com, we hope that you can allow us another opportunity to better serve your future travel needs.

Kind regards,

megabus.com Escalation Team
Initial Complaint
Date:09/02/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ticket for my sister to go from *********** to ******** ** at 1:45 on 9/2/22. The bus never showed up and the customer service representative was unable and unwilling to put her on another bus for the same day.
Business Response
Date: 09/13/2022
Hello *********,
I apologize for the frustration you are experiencing. Our customers matter to us, and we appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause. It is our goal to ensure we are doing everything we can to make our customers happy.
After investigating this matter, we see that the bus departed one hour, and three minutes after the scheduled time.
We understand our bus was delayed due to unforeseen circumstances and we apologize for any inconvenience this may have caused you.

Unfortunately,we cannot offer compensation for situations outside our control such as traffic, road conditions, or weather.

Thank you for choosing Megabus.com. We appreciate your business.

Kind regards,

*******
Customer Answer
Date: 09/13/2022

Complaint: 17899962

I am rejecting this response because: My sister was denied entry on to the bus by the bus driver and had to pay for another ticket on another company due to your driver's incompetence.
There was no communication by anyone at the company and I was told I would be getting a refund by the representative on the phone due to there not being anymore buses for the rest of the day over a holiday weekend.
the "track my bus" tool was incorrect and no one at the campus was available to assist.

Regards,

***************************************
Business Response
Date: 09/26/2022
*********************,
I am sorry to hear you and your sister have experienced this issue and for any inconvenience that this has caused you both.

We have refunded you in the amount of $29.99USD on 9-26-2022.

Please allow up to 3-5 business days for the funds to return to the account associated with the payment method used for the transaction.
Thank you for choosing megabus.com, we hope that you can allow us another opportunity to better serve your future travel needs.

Kind regards,
megabus.com Escalation Team
Customer Answer
Date: 09/26/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***************************************
Initial Complaint
Date:08/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Aug 8, 22 I booked a ticket with megabus from ** to *************. Everyone boarded the bus and we proceeded to DC, 3 mins into the drive everyone realized the air conditioning was not on. (Let's be mindful we're in the middle of summer with the temperature in the mid 90s). Im assuming the driver knew the ** wasn't working because he already had the back window open. Now everyone is complaining about the air being hot and stuffy, the driver continued driving without any apology. He didn't say anything to the passengers. This is unfair and uncomfortable to be forced to sit on this stuffy hot bus for 4 hours sweating. Everyone on this bus needs to compensated someway some how, for being forced to take this bus without being informed it wasn't functioning properly. Especially with the issue is with the ** during a hot summer day
Business Response
Date: 08/15/2022
Hello ****** and thank you for contacting megabus.com.

Thank you for your patience regarding response to your concern.

I am very sorry to hear that the ** was not working properly.

To ensure we do everything we can to keep our customers as happy and comfortable as possible, we are providing you with a redemption code worth 100% of the price of your original purchase!

Please be on the look out for an email from [email protected] which you can use towards a future ticket.

Unfortunately, as per our terms and conditions we are unable to honor your request for a refund.

We regret any inconvenience this may cause you.

Thank you for choosing megabus.com, we appreciate your business!

Kind regards,

************
Customer Service Specialist
https://************************
Initial Complaint
Date:07/21/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My daughter was reserved for a bus leaving *************, ** at 1:20PM on 7/21. She got to the bus stop 15 minutes early and after waiting until 1:50 with no sight of the bus, we signed in to the MegaBus website and tracked her bus. The website said the bus was expected at 4:10PM. Just to be certain, we called the customer service number and spoke to ****** and she confirmed that the original bus had an engine issue and a replacement bus was being provided. We asked her if my daughter could leave and come back and she said to be back by 3:30 in case the bus came earlier. Normally my daughter would have waited for the bus but with a 2 1/2 hour wait in 90 degrees heat, we took ******'s advice and my daughter Uber'ed back to campus. At around 2:50, the tracking on the website changed to say the bus left at 2:18. Evidently, the tracker was tracking the disabled bus and no one at MegaBus customer service knew that. So we got erroneous information from both MegaBus customer service as well as the ********************** website. After missing that bus, we tried to change the ticket to the next bus and the only availability was the next day at 1:20AM, not the most convenient time to travel. Also, we weren't able to change this online so we called customer service again and ******* was able to help us make the change, however, we were charged an additional $8.01. Through no fault of her own, my daughter trusted the MegaBus customer service representative and the ********************** website and because of that, she missed her bus and is being forced to take a bus in the middle of the night. As well as having to take an additional two Ubers (one from the original bus back home and another to the early morning bus.) She also incurred and additional fee to book the change. The reservation number is 20-7787-072122-M28R-1320-STA-NEW
Business Response
Date: 07/25/2022
Hello ****,

We have reviewed your concern and would like to advise our conclusions.

We apologize regarding your daughters most recent experience using our services.

As a result of this inconvenience, we have waived the booking/change fee in the amount of $8.01USD.

The refund has been initiated and we kindly ask that you allow 5-7 business days (depending on your financial institution) for the funds to return to the account associated with the payment method used for the transaction.

Please be advised that the information provided from your feedback has been escalated to the Operations Manager for review, as to prevent a reoccurrence of tracker conflict.

We sincerely regret that this matter has negatively impacted your daughter's experience travelling with us.

We sincerely hope that you can allow us another opportunity to better serve your future travel needs.

Thank you for choosing megabus.com, we appreciate your patronage!

Kind regards,

Customer Service Escalations Team
https://www.megabus.com
Customer Answer
Date: 08/01/2022

Complaint: 17601470

I am rejecting this response because:

It wasn't the additional $8 that upset me, although that was inexcusable, it was the fact that my daughter had to take a 1:20AM bus that gets in to ************* at a time that most folks would not want their young daughter to be walking around in that particular neighborhood. Because of the total incompetence of your company in both the customer service representatives we spoke to as well as your online bus tracking program, my daughter was extremely inconvenienced and put in a very difficult and dangerous position. A refund of the erroneous $8 charge that I should have never been charged in the first place in no way excuses what happened.

Regards,

*************************
Initial Complaint
Date:07/20/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The driver assigned to the Bus leaving from ******,** to ********,** on 7/20 @ 3:30pm EST was extremely rude and unprofessional. He refused to let anyone on the bus get down to use the bathroom even though the bathroom on the bus was broken. He was disrespectful, rude to the passengers, and threatened physicality when I informed him I would be making a complaint. I will be reporting his threat to the police as well.
Business Response
Date: 07/25/2022
Hello *******,

We appreciate the information you provided about our employee, and we apologize for this incident.

Customer service is our highest priority. We wouldn't be who we are without you, our valued customer.

The details included in your email will be forwarded to the General Manager who will provide feedback to the employee concerned.
We hope that you can allow us another opportunity to better serve your future travel needs.

Thank you for choosing megabus.com, we appreciate your patronage!

Sincerely,

Customer Service Escalations Team
https://www.megabus.com
Initial Complaint
Date:07/20/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I would like to file a complaint with the company Megabus where the bus station in ******** was impossible to find. There was no signs anywhere indicating how to get to the bus station from the metro.The signs should be large and have the same font style as the company logo so it's easy for anyone (nurotypical or atypical) can find the location.I almost missed the bus due to the fact that I had a difficult time finding the bus station.
Business Response
Date: 07/25/2022
Hello *******,

We have reviewed your feedback and would like to advise our conclusions.

We appreciate your feedback and have forwarded this information to the appropriate Operations Manager for review.

We sincerely appreciate your feedback regarding sign placement at the ******** stop location as it will assist us in efforts to improve our services for our valued customers.

Thank you very much for choosing megabus.com, we appreciate your patronage!

Kind regards,

Customer Service Escalations Team
https://www.megabus.com
Initial Complaint
Date:07/14/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was hesitant to write a complaint but I didnt expect Megabus to be this crappy over a simple refund. I visited a friend in DC and decided to buy round trip tickets from *** to DC for 4th of July weekend. The trip from *** to DC was routine as I expected where I show up at the bus stop on *********** and leave at the time the bus said it would leave, that my ticket indicated. UNFORTUNATELY, this was not the case when I left DC to come back to **. I went to Union station at the bus stop at 5:45 for the bus that was supposed to leave at 6:20. 6:20 comes and not a single bus shows up to pick people up to ***. 30 minutes pass and still no bus to **. I give the benefit of the doubt thinking its traffic. I ask Megabus staff around where the bus could be and they tell me they have little to on buses in general. An hour passes by and they tell me the 6:20 bus might not have existed to begin with and I was pretty ****** at that point. It was not until 7:30 that a bus to ** shows up (for the 7:50 leave time) unfortunately for me the bus was sold out so there was no space for people on the standbye line. I had to wait for the 9:50 bus. While I was able to get on a bus, I had to pay for a ticket and I got home at 3am with work in the morning. But what makes me upset the most was customer service. They told me they tracked my bus at the bus left a few minutes early which is a complete lie. Then told be they would investigate and I would get a refund in 3-5 business days. They then had the nerve to email me again and tell me they are investigating further and would take 5-7 business days. After I emailed them back stating I need a more prompt refund, they pushed my refund back FURTHER to **** business days. If they had resolved this from the first time I called them I would not be writing this. P.S.Still waiting for my refund.
Business Response
Date: 07/18/2022
Hello Hakeem,

We have reviewed your concern and would like to advise our conclusions.

As per our investigation, we have confirmed that your service on 7-03-2022 Washington to ******** departed early at 6:16pm.

We apologize regarding any inconvenience this has caused you, and we have initiated a refund of the reservation: 11-1875-070322-M21R-1820-WAS-NEW in the amount of $42.50USD.

Please allow up to 5-7 business days for processing of these funds back to the account associated with the payment method used to purchase.

We further apologize regarding any delay for resolution to your concern.

We appreciate your patience and we hope that you can allow us another opportunity to better serve your future travel needs.

Thank you for choosing megabus.com, we appreciate your business!

Kind regards,

******
Customer Service Escalation Lead
https://www.megabus.com
Initial Complaint
Date:07/14/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For the second time in two weeks, we purchased a ticket for Megabus and the bus never arrived at the stop. Because Megabus does not provide timely and appropriate customer service--complainants are told by an online bot or a human rep. that someone will reach out in 3-5 business days, but no one ever contacts you back--I have found that the only way to resolve issues with them is to file a complaint with BBB.My daughter had a ticket on the 8:20 p.m Megabus from *****************************. in ************ to ******** last night, July 13. The bus never showed. The bus tracker seemed to show the bus stuck in **************, ********** en route to ************, for at least an hour after the scheduled arrival time. My daughter had to take the train to ******** instead, incurring inconvenience and expense. The worst part of the Megabus system is that no contact is ever received by passengers about a late Megabus. You can wait on the corner for hours having no clue what is happening, or give up and leave, which we did.We seek a full refund and, this time, additional compensation for the inconvenience. It is unacceptable for a business to be run this poorly without any consequences. Ticket info. below:Reservation summary for order AJJDYIQ Reservation Number 21-9046-071322-M23R-2020-PHI-NEW Date: July 13, 2022 From: ************, **, ************* at ********** (8:20 PM)To: ********, **, ********************************* (10:20 PM)Seat(s): 16 Passengers: 1 Price: $31.99 (inclusive of reserved seat price: $2.00)Cost and Payment Summary Ticket Price: $31.99 Booking Fee: $3.99Total Paid: $35.98 Powered by Worldpay Worldpay's merchant reference: 116144110-1657755214126 Method of payment: ECMC_CREDIT-SSL Card Ending in: **** Authorisation Code: ******
Business Response
Date: 07/18/2022
Hello,
I apologize for the frustration you are experiencing. Our customers matter to us,and we appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause. It is our goal to ensure we are doing everything we can to make our customers happy.
After investigating this matter, I see that our bus arrived in ************, ** (************* at **********) at 20:20 and departed at 20:22 on July 13, 2022. The bus departed two minutes after the scheduled departure time.
Unfortunately,I cannot provide your daughter with any compensation due to a missed bus. I apologize for any inconvenience we may have caused you.
Thank you for choosing Megabus.com. We appreciate your business!
Customer Answer
Date: 07/18/2022

Complaint: 17565806

I am rejecting this response because:
If the bus did in fact arrive, that was not reflected by the Megabus tracker. We checked the tracker numerous times in the ***** minutes before the scheduled arrival time, and it repeatedly placed the bus near **************, **, 20 miles from ************. My daughter relied on the representation of the tracker that the bus was many miles away, and would be very late, or not arrive at all, and she made other travel arrangements. Seems to me that if Megabus provides a tracker service that shows the bus is going to be very late or not arrive at all, customers should be able to rely on it. Would appreciate Megabus feedback and explanation of why the customer should be held responsible if the tracker system is malfunctioning.

Regards,

*********************
Business Response
Date: 07/25/2022
Hello Adena,
We are sorry to hear about your daughter's most recent experience with us
I have reviewed your account and see that we have successfully refunded you in the amount of $35.98USD on 7/25/2022.

If the refund is not yet reflecting on your bank account, please note, some institutions can take between **** business days.
If you do not see the funds retuned to your account, please contact your bank and advise of the date we provided the refund.
Unfortunately, we are unable to honor your request for reimbursement regarding any other travel expenses.
We have provided you a refund as a courtesy as our terms and conditions state that megabus.com reservations are non-refundable after purchase.
We sincerely hope that you can allow us another opportunity to better serve your future travel needs.

Thank you for choosing megabus.com, we appreciate your business!

Kind regards,

****************
Customer Service Escalation Lead
https://www.megabus.com
Customer Answer
Date: 07/26/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************
Initial Complaint
Date:07/04/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a ticket for a Megabus ride from *****************. in ************ to ******** for 12:20 p.m on July 4, 2022. We were only able to get within a block of the bus stop, as the road the bus was supposed to stop at was closed for a parade. We went to the stop anyway, even though there was no way a bus could get to the stop due to the road closure, and of course the bus never arrived.We called Megabus before the scheduled departure time and asked what we should do, as the road where pick up was supposed to happen was closed to vehicle traffic. Waited for 20 minutes on hold, then was put on hold for another 15 minutes, and then the call was disconnected.We tried again to call Megabus from home--the trip had to be cancelled as we could not catch a bus or contact Megabus. We reached a customer service rep after a long wait, and were told we would be contacted in 3-5 days. This is unacceptable--it should not take a week to discuss and resolve this complaint. We paid for a ride we never got. We should have received, at a minimum, a prompt refund.Our reservation number is 61-8038-070422-M23R-1220-PHI-NEW
Business Response
Date: 07/05/2022
Hello Nina,

Were sorry there was a change to our bus stop location.

Sometimes due to street closures in the area, we are required to move our location.

We make every effort to alert our customers by email, text, and advisories on our website.
As an apology for the change, we have processed a refund worth the full value of your reservation ($25.98USD).

Please allow at least 5-7 business days for this refund to reflect on your account. (Could be sooner depending on your financial institution)

Thank you for choosing megabus.com, we hope to see you soon!

Sincerely,
******

Customer Service Escalation Lead
https://www.megabus.com
Customer Answer
Date: 07/06/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************

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